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Customer Service Supervisor (Contact Center)
Veolia North America
Supervise a contact center team to ensure exceptional service and meet performance targets.
6d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Boise, ID
Office Full-Time
Company Size
50,000 Employees
Service Specialisms
Water treatment
Wastewater treatment
Commercial waste collection
Hazardous waste disposal
Energy consulting
Resource recovery
Procurement services
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Heavy Civil
Role
What you would be doing
phone system
cc&b upgrade
regulatory complaints
collections management
kpi reporting
digital adoption
- Establish and monitor annual goals for the department and ensure that all assigned employees receive an employee development review at least once a year.
- Assist the Customer Service and HR Manager with counseling, evaluation and motivation of personnel.
- Update the phone system as needed with emergency information.
- Assist the Customer Service and HR Manager in the recruitment process.
- Identify staff training needs, provide and deliver recommended training solutions.
- Managing Regulatory and Customer Complaints
- Supervise and coordinate the work of CSRs. Provide daily direction and communication to CSRs to ensure customer calls/contacts and field orders are handled in a proper, timely, efficient, positive and knowledgeable manner.
- Closely work with the Director of Customer Service to develop strategies and plans for collection activities such as additional phone calls, and letter campaigns.
- Provide direction for conflict resolution to the Lead Customer Service Representative, Customer Service Representative and field staff with customer contact and take an active role in the escalation process to ensure customer resolution and satisfaction.
- Daily/Weekly/Monthly review and assignment of field service work routing, ensuring customer expectations are met.
- Ensure that all regulatory complaints are responded to in an efficient manner with a resolution that follows Idaho Public Utilities guidelines and satisfies the customer to the best of our ability.
- Managing Collections
- As requested, manage other initiatives such as, but not limited to, CC&B Upgrades, Web Upgrades, or other special projects at the direction of the Director or Manager of Customer Service.
- Keep close financial benchmarks to track accounts receivables.
- Monthly review and resolution of all customer disputes by working with the meter department on collecting meter test results and providing that information to customers.
- Coach staff on digital changes to drive adoption rates of digital self-service channels.
- Weekly reporting on key performance indicators to upper-level management either via email, tracking spreadsheet or over the phone.
- Work with the regulator to settle cases, come to agreements with customers, and attend informal hearings with the regulator.
- Perform all other duties and projects as needed, including providing backup assistance and fill-in when needed for Customer Service supervisory functions (Back Office/Billing Customer Service Supervisor, Customer Service Director). Support and or lead companywide initiatives.
- Work with customers on a case-by-case basis to come to an agreement or understanding of their issue and resolution of that issue.
- Conduct staff meetings and feedback sessions, and ensure appropriate work communication among personnel and departments. Perform regular call monitoring and performance feedback.
- Budgeting for customer service operations.
- Develop a friendly work environment and atmosphere to improve productivity of staff by providing staff with awards and incentives.
What you bring
english
high school
bachelor's
cc&b
call center
supervisory
- Must be able to speak, give direction and converse with others fluently in English.
- High School Diploma/GED is required.
- Bachelor's Degree in relevant field or equivalent work experience preferred.
- Must be able to work under stressful conditions and must use sound business logic to make quick and concise decisions.
- Knowledge of calls centers, IVR & ACD systems, recording systems, and IPUC regulations, credit and collection laws, public service law.
- 2-3 years of supervisory experience in a customer contact/call center environment.
- Experience with Customer Contact and Billing system (CC&B) a plus.
- Ability to prepare written technical reports and interact effectively and diplomatically with management as well as regulators, consultants, municipal officials, health officers, customers, contractors, and the general public.
- Ability to travel when required.
- Must be able to learn new technological advances in the water industry and train personnel.
- Demonstrated ability to deal with customers, clients and regulators in a courteous, professional and diplomatic manner.
- Utility or telecommunication experience preferred.
- Strong oral, written, and interpersonal skills.
- Must be able to read complex operations reports, write detailed reports and prepare and deliver presentations.
- Must be able to make calm independent decisions, exercise good judgment and flexibility.
- Ability to analyze complex operational and technical challenges and resolve same.
- Familiarity with computer applications i.e. Excel, Word, CC&B, CityWorks, PeopleSoft, and Google applications etc.
- Good experience in training and development of Customer Service Representatives.
- Leadership qualities needed to motivate and direct staff.
- Must be able to work under pressure and meet deadlines.
- Ability to interpret and explain complex regulatory requirements.
- Must be able to multitask.
- Strong experience and working knowledge in related areas to include call center operations, credit and collections, billing, payment processing, customer information systems, performance benchmarking, and work management.
- Knowledge of cash management operations & field service/metering operations.
- Ability to multitask, handling multiple deadlines and projects.
- Ability to sit and/or stand for extended time periods viewing computer screens and using keyboard and mouse.
- Must be able to see clearly and hear.
- 5-7 years of experience in a customer contact/call center environment.
- Must be able to reason, problem solve and analyze complex operational challenges and resolve same.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
- Focuses on water, waste, and energy management through sustainable solutions.
- Serves a wide range of industries, from residential to industrial and infrastructure projects.
- Offers services like wastewater treatment, water recycling, energy management, and waste disposal, tailored to customer needs.
- Specializes in sectors such as energy, utilities, and water, helping clients minimize their environmental impact.
- Manages large infrastructure projects, including eco-efficient systems for municipalities and industries.
- Works on notable projects including energy-efficient systems for commercial buildings, waste-to-energy facilities, and water reclamation systems.
- Operates across multiple regions, addressing major environmental challenges.
- Customer Commitment
- Innovation
- Collaboration
- Respect for People
- Integrity
- Sustainability
Net Zero by 2050
Long-term goal
Aim to achieve net-zero emissions by the year 2050.
30% by 2030
CO2 reduction goal
Targeting a 30% reduction in CO2 emissions by 2030.
14M metric tons annually
CO2 emissions managed
Manages over 14 million metric tons of CO2 emissions each year.
- Investing in renewable energy solutions
- Improving water efficiency and recycling
- Maximizing circular economy principles
23% leadership
Women in Leadership
Women currently make up 23% of global leadership positions within the organization.
5% goal
Women Senior Leadership Goal
Aim to increase women in senior leadership roles by 5% by 2025.
- Committed to increasing diversity in leadership roles
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